Makro - shocking after sales service

A couple of weeks ago, I purchased a desk with Makro online. However, the wrong desk was delivered. Since then, they have given me the run around saying it's out of their hands, because they have to wait for their supplier to deal with the matter. This is unacceptable after sales service - I purchased the desk from Makro, not their supplier. To date the matter has still not been resolved - herewith an account of my experience:

- On 17 January 2025 I placed an online order with Makro - On 21 January, the desk was delivered. However, we discovered that the incorrect desk was delivered – and logged a call via their email contact address, because their call centre was already closed. - On 22 January I phoned to follow up – and I was instructed to complete an online return and exchange request - On 22 January I phoned through to the call centre to say that the online function was not working – they instructed me to wait 2 hours and try again - On 23 January I phoned again to state that the online function was not working. I was told someone will phone me on Monday morning to assist. - No-one phoned me on Monday 24 January – so I proceeded to contact the call centre. - They instructed me to only reference the ref number I was given when I sent through the email query in the ‘notes’ section. - I could select the collection date of the incorrect desk – and I selected Thursday 27 February - On Thursday 27 Feb at 16:50 I phoned through to Makro to ask when someone is coming to collect the incorrect item, because no-one has come yet. - The operator said that it’s Makro's supplier who needs to collect the desk. I received no phone call on the day to say they cannot make it. - On Friday 28 February at 16:26, I phoned Makro again to say that no-one has been around to collect the incorrect desk. All I’m being told is that it has been escalated to the supplier. - But enough is enough. I have been patient throughout – however, I did not order this desk from a supplier, I ordered it from Makro. - On 3 March I phoned to request to speak to a Supervisor. It is now long overdue and cannot understand how a company – after making a mistake of delivering the wrong item – has not even collected the item, never mind delivered the item I actually ordered – in almost 2 weeks. This is simply not acceptable after sales service from an organisation like Makro. And yes – Makro can say it’s their supplier not them – the fact is that Makro has decided to do business with this supplier, and is the organisation front facing the client and accepting my money. - I phoned at 10:15 to speak to a Supervisor. I was told all supervisors are in a meeting and the call centre agent asked me what time a Supervisor can contact me – I said 13:30 - I received no call from a Supervisor. - By 14:00, no-one had phoned me. I phoned the call centre at 14:02 and requested to speak to a Supervisor – I was on hold and after 14m, the agent said they are putting me through to a Supervisor. However, I was put through to the automated voice requesting to rate my experience from 1 to 5 – i.e. no Supervisor. - I phoned the call centre again at 14:17 and requested to speak to a Supervisor – I was on hold and after 15m, the agent said they are putting me through to a Supervisor. However, I was put through to the automated voice requesting to rate my experience from 1 to 5 – i.e. no Supervisor. Again! - I phoned the call centre again at 14:32 and requested to speak to a Supervisor. I explained to the agent that I kept being transferred to an automated rating system instead of a Supervisor and to ensure I will be speaking to an actual Supervisor. The agent told me I can’t speak to a Supervisor, because they are just going to tell me the same thing. I requested again – I want to speak to a Supervisor. After 13m, the agent simply cut me off. The call centre has been absolutely shocking. - On 7 March, I contacted the call centre at 16:10, requesting to speak to a Supervisor. The agent informed that she is working from home and promised to arrange for a Supervisor to contact me... as you might have guessed, I'm still waiting for a Supervisor to phone me back.

To date, I still don’t know when they are collecting the incorrect desk. To date, I don’t know when I’m actually going to receive the desk I ordered. No supervisor has contacted me. Makro has not apologised or taken charge of this query. Where are my consumer rights in this story? Makro is not taking responsibility for this issue, and simply passing on the blame.

I would strongly suggest to reconsider buying any products on the Makro online website if it's not their own products. How on earth can this matter be resolved, unless Makro takes responsibility?